ComplaintsforTidal Town Moving, LLC

• Initial Complaint

  07/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Let me start with a positive: we are a military family that had 1 month notice for our move and we're unable to secure movers via the military as we have always done. Tidal Town Moving was able to be scheduled last minute and helped us very much in that regard. They were nice and showed up as asked. With that said, it started with a miscommunication. We were under the impression/communication that they were going to help pack and load (my husband was alone in VA and my children and I were already in our new state). They showed up under the impression they were only loading. They didn't have time to pack and load, they did another move first then came back. No big deal, we appreciate them making it work given the circumstance. The movers loaded into our "Pod" to be transported. They stated they could use their own tie-downs (would cost) or our own. My husband provided a large bag of tie downs to be used, and asked them to let him know if they needed more and he would get them. Fast forward to the the arrival of our pod: In opening our pod, it was very obvious things had shifted. I opened the pod to my pictures from my childhood (which are kept in a special box) flying out of the pod. There were many unpacked items thrown loosely, many boxes not shut. Our furniture was thrown about in the pod. Now, we understand in transportation thing will shift; however, this is why we gave the packers the tie down straps and offered to get more as needed. The loaders did not use a single strap (we found the bag as we began unloading- it seems it was thrown in at the end). Damage caused by this will be listed at the end. Additionally, we paid per box as they packed. The boxes used were cheap and flimsy, the tape was horribly cheap and breakable- absolutely not worth the cost charged. But I digress. The issue is that over half of the boxes were only half full, and not for any apparent reason (no heavy or breakable items). There were many items that did no

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/07/13) */ To start, there was a miscommunication. Tidal Town Moving was fully prepared to do the moving portion of this job, but was unexpectedly thrown on us that packing of an entire 2,100 sqft home. As you can imagine, that is an entire job on its own. So, we ultimately made the decision to pack as much as we could on March 26 and finish the rest of packing and loading on March 27. We did our best to accommodate the unexpected twist. The crew for the loading day was given minimal to no protection for the items being placed, as well as, not having enough room in the provided PODs to properly place the items to avoid potential shifting. This ultimately led to any damage that may have occurred. The complaintee filed a damage claim on May 10 and Tidal Town Moving was able to completely process this claim, following the guidelines set out by the DMV of Virginia, in a reasonable time. Within the contract that the complaintee signed, it states, "Our liability for damage on "load only" jobs (no transportation of goods performed by Tidal Town Moving terminates once the truck has been loaded." This is so, because we have no way of knowing how it was transported, who handled it on the unload, or if the customer added/removed any items after we have left, so therefore Tidal Town Moving is free of any liability in this situation, as stated in the contract signed by the complaintee. Ultimately, after going through the claims process, our customer care department, went above and beyond Tidal Town Moving's legal liability by offering and sending a check for **** to defray repair or replacement costs. This is not something that we were required or legally liable for, but Tidal Town Moving still offered **** more than legally required. Consumer Response /* (3000, 7, 2022/07/21) */ Thank you for reaching out. I am not satisfied with their response. The company was provided plenty of items to secure supplies. Additionally, the company offered to use their own supplies to tie down the load. Upon unloading, it was found that the company did not secure a single item. The pod was packed in a neglectful manner and nothing was secured. I'm extremely disappointed that nearly all my furniture is either ruined or damaged in some way. I understand several parts of their claim and response; however it is untrue that they did not have the supplies because they even offered to use their own. Thank you for your help in this matter. ***** *****

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